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The World’s Worst Christmas Present

31 December, 2012 by James Lawther 7 Comments

Free Gift

Every year I visit the charity shop and off load all the misguided Christmas presents I’ve been given. I don’t wish to seem ungrateful, but the socks my Aunt sent me with individually knitted toes are at best uncomfortable and at worst a crime against style (possibly even humanity).  They have to go.  And as […]

Filed Under: Blog, Wild Cards Tagged With: Christmas, free gifts, marketing, trust

Are you Addicted to Free Money?

25 February, 2012 by James Lawther 3 Comments

There is lots of “free money” out there.  Companies are making millions.  Let me give you some examples: A bank whose customers send them payments but don’t include their account details, the bank has no idea where to credit the cash.  They sit on it for a while, waiting for the customer to claim it, […]

Filed Under: Blog, Employee Engagement Tagged With: fessing up, marketing, public relations, video

The Great Christmas Scam

24 December, 2011 by James Lawther Leave a Comment

Los Reyes Magos

It is all a nasty little trick, don’t believe a word of it.  It goes something like this: When I was little, I was told that on the evening of the 24th December Father Christmas leaves his home (near the North Pole) with his trusty flight of reindeer and whizzes around the world, climbing up and […]

Filed Under: Blog, Process Improvement Tagged With: bottleneck, Christmas, constraints, marketing, outsourcing

Are you Really Committed to your Customers?

16 June, 2011 by James Lawther 1 Comment

Commitment

I spent rather too long at Glasgow airport this week.  Apparently this was due to “operational difficulties” with, Ifyouwillflycheap Jet. I read my book, then the free magazines, then paced around the departure lounge for a couple of hours and then resorted to reading the posters on the walls. The Royal Bank of Scotland were […]

Filed Under: Blog, Employee Engagement Tagged With: communication, customer focus, marketing, poor service, purpose, service design, trust

Fresh as the Moment when the Pod went Pop

22 November, 2010 by James Lawther Leave a Comment

All companies obsess about something, their USP, their IP, the thing that they can do that nobody else can. I used to work for Birdseye, the frozen pea people. They used to obsess about getting the peas out of the field and frozen within 2 1/2 hours. They had a panel of pea tasters who […]

Filed Under: Blog, Process Improvement Tagged With: assumptions, continuous improvement, innovation, marketing, revenue generation, video

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